I made a withdrawal thru the casino cashier of $2,176.00 that was processed at 4/12/2016 10:49 AM (US Eastern Standard Time)
I had made previous deposits and had used accrued $150 cashback loyalty points that I had used to win the withdrawal amount.
I has met all playthrough requirements at this time. My withdrawal was approved by the finance team and I received a congratulatory call
from the VIP staff on my WIN but they needed to update my ID docs. I have been a member for almost 10 years. I sent in required documents. On 4/18/2016 the cashier finance team had removed the $150 loyalty cashback from my withdrawal request and had processed the withdrawal in the amount of $2026.00 to the Visa / Debit card that I had used for making deposits.
After a month of speaking to VIP hosts (I have Ace Tier VIP status) Kim - Jeremy - Nick - Joy etc..on a weekly basis, I was assured over and over that the payment would be hitting my bank "Any day now" I was given an ARN # to track the payment made to my Visa/Debit card - my bank could find nothing. Finally I was told my bank returned the payment back to Casino Grand Bay finance due to insufficient information they supplied and withdrawal would be re-issued by courier check. Today - May 11th 2016, I called once again to find out exactly when this payment would be processed as a month had gone by and was rudely told they were only going to pay the amount of $150. because my winnings were from loyalty point cashback.
I was told I should be grateful and that an exception was being made to even pay that amount.I am shocked - horrified beyond belief. First, they honor my withdrawal that had been approved by finance and VIP staff and then change their minds when the payment bounces back? I was told that it was miscommunication on MY part ,Finance and their ENTIRE VIP staff (I have spoken to 5 staff members) and that the finance team had made a mistake ?
Please Is there ANY way I can set this straight ANY way to rectify this situation.